What is Social Media Customer Service?
Social media customer service is the latest version of customer service available-it’s customer service but offered through social media platforms. Often, it’s more comprehensive than the service we’re used to. It covers before the purchase, during the purchase, and after the purchase. All of the typical issues can be resolved like helping with complaints, providing instruction or guidance, answering questions, and even helping with refunds or order tracking.
The Importance of Social Media
Social media is a constantly growing and changing platform. It’s adapting the way we interact with others and the brands we love. It allows you to connect in real-time and its instantaneous. People like the ease of use, and many would rather get help through their cellphones or online rather than through a typical call or email even.
How to use Social Media Effectively in Customer Service
Effective social media customer service will meet the needs of your customers. Remember to answer and respond to both negative and positive comments. Be careful in how you respond to and manage the negative ones as it may effective future or new customers in choosing you. You want to try and maintain reasonable engagement on social media with your customers, but don’t take dedicated time from your support team’s inquiries. Address the most critical and urgent things first and try to ignore any ‘trolls’.
You can develop an FAQ or a system that can respond with help articles to any questions customers ask automatically. This may save your team time if you find you get the same questions constantly. Make sure your team is on the same page, and in some cases make sure you have some best practices in place. It’ll make your answers consistent and make sure every customer is getting the info they need and being treated well.
Tools you can use
There are tools out there like Intercom that let you link things like Facebook and Grasshopper voice messages to one platform. Then you can answer questions and concerns from your site, as well as calls that come in, or messages from your FB page through Messenger.